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Stephanie Mellon

Joined Apr 08, 2022

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Last activity Oct 09, 2024

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Latest activity by Stephanie Mellon

Stephanie Mellon commented,

Community comment Feedback - Ticketing system (Support)

Disappointed to see that the idea mentioned above Enabling use of Light Agents in Triggers. has been closed for comments and marked Not Planned. We have the same issues mentioned by other users in that thread:

  • CSM submits a ticket - Comes into Zendesk support as an internal comment and therefore triggers will not fire to let them know that a ticket has been logged.
  • CSM updates a ticket by sending an email - Comes into Zendesk support as an internal comment and therefore triggers to update the ticket and move it from Pending state to Open state do not fire.

This experience is very confusing for Light Agents communicating with us by email.

View comment · Posted Oct 09, 2024 · Stephanie Mellon

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Stephanie Mellon commented,

Community comment Feedback - Ticketing system (Support)

We would also like to see this added. When multiple teams are working in the same Zendesk instance it's important to be able to find out who made specific changes and give that person feedback on how the change has affected other teams.

View comment · Posted Sep 11, 2023 · Stephanie Mellon

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